Supervisor Workforce Management

Overview

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for supervising various administrative duties to ensure accurate reporting, reporting structures, and system access.

Responsibilities

• Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.
• Ensuring analysts understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating analysts performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on the forecast and monthly basis to ensure KPIs are met.
• Ensures staffing and scheduling modifications are recom...